This page is designated for clients utilising CurrencyCloud services, where all written correspondence will include the CurrencyCloud name and associated terms.
We are your primary point of contact for any inquiries or concerns, including complaints. We will manage these complaints according to our established complaints process. Below, you will find our contact email address and phone number, along with response times in the below Complaints Handling Policy.
We work with Currencycloud, which ultimately provides you with regulated payments and e-money services. Currencycloud has specific obligations as a regulated financial services institution, particularly concerning complaints. We keep them informed of the complaints we receive from you regarding the regulated payments and e-money services they ultimately provide to you. They oversee how we handle complaints to ensure compliance with the required standards under regulations.
However, if for any reason your complaint concerning your payments and e-money services has not been acknowledged or dealt with by us, or if you have concerns about the handling process, Currencycloud’s complaints information can be accessed here.
COMPLAINTS HANDLING
We at HUBFX handle all complaints.
Our aim is to achieve the highest possible standard in the service we provide.
HUBFX has established an internal complaints procedure to ensure all complaints are dealt with efficiently and by the correct person. To help us investigate and resolve the problem as quickly as possible, please make the following information is given:
✓ Details such as name, address, telephone number and client reference number
✓ Clear description of concern or complaint
✓ Copies of any relevant documents, such as letters
✓ Details of what would like to be done, to help resolve the issue
Our aim is to try and resolve the complaint in a timely manner with minimum inconvenience.
Sometimes we will not be able to solve the problem immediately such as the following day, therefore we will:
✓ Send an acknowledgment of the complaint in writing within 5 working days
✓ Confirm who will handle the complaint and how they can be contacted
✓ Within 15 business Days of receipt HUBFX must send the complainant either:
o a final response; or
o a response which explains why HUBFX is still not in a position to issue a final response, giving reasons for the further delay and indicating when HUBFX expects to be able to issue the final response.
Our final response when resolving the complaint will be within 35 Days which will include:
✓ A summary of complaint
✓ A summary of the outcome of our investigation
✓ Acknowledgment if there has been any fault on our part and whether the complaint will be upheld
✓ Details of any offer to settle the complaint and how long this offer will remain open
If a complaint is made HUBFX will need to be informed within 24 hours of receiving it, if this requirement is not met there will be a penalty enforced. HUBFX takes any complaint extremely seriously as our service care is vitally important.
You can contact us by post, telephone, or email. Please address all correspondence to the Compliance department. Below are the details:
Post:
FC TECHHUBPY LTD/HUBFX
7 BELL YARD
London
Telephone: +44 (0)208 1338 988
Email: info+complaints@hubfx.co
If our response on the matter was not satisfied, the right to refer the matter to the Financial Ombudsman
Service is available. This is a free of charge service.
The Financial Ombudsman Service is an independent expert in settling complaints between consumers and businesses providing financial services.
You can obtain a copy of the Financial Ombudsman Service’s explanatory leaflet from us or contact the
Financial Ombudsman Service Directly. Post:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Website: www.financial-ombudsman.org.uk Email: complaint.info@financial-ombudsman.org.uk Telephone: 0800 023 4567 or 0300 123 9123
